Ohio EPP Process Evaluation. Final Report

Ohio EPP Process Evaluation Final Report Prepared for the Ohio Office of Energy Efficiency September 2004

Table of Contents Table of Contents Executive Summary... i Introduction...i Evaluation Activities... i Summary of Findings... ii Summary of Recommendations... vi I. Introduction...1 A. Electric Partnership Program...1 B. Evaluation...1 C. Organization of the Report...2 II. Electric Partnership Program...3 A. Program Mandate...3 B. Program Goals...3 C. Program Design and Implementation...4 D. Changes and Enhancements to the EPP in Fiscal Year 2004...15 E. Program Changes for Fiscal Year 2005...17 III....19 A. Administrative Interviews...19 B. Review of Program Statistics...22 C. Client Interviews...28 D. Program Data...43 E. SMOC~ERS Training Observations...45 F. Agency Survey...46 IV. Summary of Findings and Recommendations...61 A. Findings...61 B. Recommendations...65 Appendices Appendix A: Round 2 Client Survey APPRISE Incorporated

Table of Contents Appendix B: Round 3 Client Survey Appendix C: Round 2 Agency Survey Appendix D: Round 3 Agency Survey APPRISE Incorporated

Executive Summary Executive Summary Ohio's Electric Restructuring Act, passed in July 1999, created the Universal Service Fund (USF) to ensure that low-income households retain access to electric service. The Act seeks to better coordinate the Home Energy Assistance Program (HEAP), the Home Weatherization Assistance Program (HWAP), the Ohio Energy Credits Program (OEC), and the Ohio Electric Percentage of Income Payment Program (PIPP), 1 and creates an Electric Partnership Program (EPP) that provides baseload, weatherization, and energy education services. This report presents the findings from the third year of the Process Evaluation of the Electric Partnership Program. Introduction The Electric Partnership Program (EPP) aims to reduce electric energy consumption of PIPP households, and reduce the growth of PIPP customers' arrears and the USF rider. To accomplish this objective, the EPP provides energy services that vary with the customer's usage level, and education services that vary with the customer's usage and payment. The basis of the Program is the installation of cost-effective energy conservation measures. Education is an important component of the Program to help customers to understand the Program, to improve measure performance, and to take energy-saving actions. Evaluation Activities This report presents the findings and recommendations from the third year of the Process Evaluation of the Electric Partnership Program. During this time period, the following evaluation activities were undertaken. Administrative Interviews: APPRISE conducted administrative interviews with OEE staff. The purpose of these interviews was to document the changes made to the Program and to document Program operations, including quality control findings. Review of Program Statistics: APPRISE reviewed production data from SMOC~ERS and financial data from OEE. The purpose of this review was to understand trends in production and to determine whether there were areas in which production should be increased. Client Interviews: APPRISE conducted the second round of the client interviews in Fall 2003 and the third round of the client interviews in Spring 2004. The purpose of these interviews was to document education provided to clients, client retention of educational information, changes in client behavior, and client satisfaction with the Program. 1 The gas PIPP continues to be administered by the utility companies. APPRISE Incorporated Page i

Executive Summary Program Data: APPRISE is collecting data from the providers on other programs provided to EPP participants since the delivery of EPP services. After each round of the client survey, agencies are contacted to request information on other programs provided to clients who completed the interviews. These data will help to distinguish the impact of the EPP from other services that Program recipients may have received. Training Observations: APPRISE observed training on the second version of SMOC~ERS in August 2003. The purpose of these observations and interviews was to document training procedures, as well as agency responses to the training. Agency Survey: APPRISE conducted the second round of the agency survey in Fall/Winter 2003 and the third round of the agency survey in Spring 2004. The purpose of the survey was to document agency adherence to prescribed Program procedures, services delivered, and need for assistance in implementing the Program. Summary of Findings Significant improvements have been made in the design and implementation of the Electric Partnership Program in the third year of operation. Some of the key accomplishments over the last year have been: Program production continued to increase in the third year of the EPP. Additional improvements have been made to SMOC~ERS. A Tablet PC has been tested and will be adopted. Program documentation has been improved. Procedures have been developed for quality control. An education notebook has been distributed. The principal suggestions for continued improvements to the Program include increased production in certain utility service territories, additional education and baseload training, increased quality control, clarification of certain OEE policy guidelines, and incentives to increased refrigerator two-for-one swaps. Improvements in the Third Year of the EPP Following a slow start and vast improvements in the second year of Program implementation, the third year has seen increased improvement and accomplishments. Production has continued to increase: Following the decrease in authorized providers from 18 to nine, there was a significant drop in production in the first quarter of the third fiscal year. However, production rebounded quickly. Production APPRISE Incorporated Page ii

Executive Summary for the third year of the Program was 9,780 jobs, compared to 7,628 in the second Program year. Administrative and oversight procedures have been improved: OEE updated and improved the EPP policies and procedures manual. They created monitoring forms to collect systematic information on agency visits, inspections, and on-site observations. Cost ceilings for administrative/audit fees: OEE set cost ceilings for the audit and administrative fees for the third year of the Program. The ceiling for baseload services was set at $225, as compared to fees that averaged $343 statewide, and that ranged as high as $509 for the first two years of the Program. These new fees provide an increased cost effectiveness that benefit Ohio ratepayers. New Version of SMOC~ERS: A new version of SMOC~ERS was released in August 2003. The new version provided fuel switching and custom measure modules, allowed for billing of multiple trips to the clients home, and enhanced the method for selecting client actions. Tablet PC has been tested: Agencies have tested the Tablet PC as a replacement for the PDA. They reported that it is easier to use and can store information on a much larger number of jobs. Use of the Tablet PC will also eliminate the costs and time of reprogramming the software for the PDA. There is a plan to encourage agencies to adopt the Tablet PC in the next Program year. An education notebook has been distributed: A PowerPoint education notebook was provided on disk to providers. Monitors have reported that they have seen auditors make use of the notebook as a customer education tool. Additional Advances Expected in the Next Year There are many additional advances that are planned for the next year including enhancements to SMOC~ERS, an EPP brochure, another EPP outreach letter, a low-use pilot, increased development of comprehensive services, and a move toward the Tablet PC. Additional SMOC~ERS enhancements: OEE plans to continue improving the SMOC~ERS software. They are considering adding a screen to allow auditors to view monthly usage, eliminating the usage match-up, changing the algorithm for calculating cost-effectiveness of CFLs, correcting the ambient temperature adjustment for refrigerator and freezer usage, improving invoicing procedures, adding management reports, and fixing the discount rate. EPP Brochure: A brochure was developed for the EPP and distributed to agencies in July 2004. Agencies can mail the brochure to potential clients. EPP Letter: OEE will be sending another mass mailing letter. This letter will be targeted to high users and a defined number will be sent to each county. OEE will do APPRISE Incorporated Page iii

Executive Summary a staggered mailing over four to five months so that the providers will not be overwhelmed. Low Use Pilot: A low use client pilot will be introduced. This pilot will target PIPP customers with usage below 4,000 kwh annually, the cutoff for the moderate use Program. The audit will not be cost effective for these customers, so they will try workshops, and also a mailing that may include an educational video and some lowcost measures. Improved Definition of Comprehensive Services: OEE will work to improve the understanding and delivery of comprehensive services so that it is delivered consistently throughout the state. Move Toward Tablet PC: The testing of the Tablet PC that was done in the past year resulted in very positive reviews. OEE will work with the agencies to move toward this hardware. Program Administration OEE has created forms and procedures for documenting auditor performance. However, implementation of these procedures needs to be increased. Documentation from appliance vendors and definition of some EPP policies need to be improved. Monitoring Forms Have Been Developed: Last year, the OEE monitors reported that observation of the audits was viewed as technical assistance rather than monitoring. This year they reported that monitoring is now viewed as quality control. Systematic procedures for documenting auditor performance have been developed over the past year. However, these reporting forms were only implemented in about a dozen visits this year, and there is not a systematic process for using the results to inform the training process. Documentation from Appliance Vendors Needs to Be Improved: Monitors reported that agencies are having difficulty obtaining proper certificates of disposal from the refrigerator vendors. One monitor reported that he only saw proper documentation at one of the five agencies that he visited. Some OEE Policy Guidelines Have Not Been Clearly Defined: Trainers at the SMOC~ERS training did not provide clear or consistent answers to questions about EPP policy on landlord permission for service delivery. Auditors reported in the agency survey that the training only somewhat effectively addressed the issues of landlord leveraging costs, landlord permission, and taking away replaced items. Service Delivery Areas for improvement in service delivery include increased production in some utility service territories, improved education delivery, and increased implementation of two-for- APPRISE Incorporated Page iv

Executive Summary one refrigerator swaps. Providers need additional training on CFL protocols, field measures, and fuel switches. Production in Cinergy and DP&L Service Territories Should be Increased: The analyses of SMOC~ERS data and OEE financial statistics showed that only about ten percent of clients who have been referred for the EPP have been served in Cinergy s and DP&L s service territories, and that agencies in these territories have utilized less than half of the funding that is available. Education Still Needs Improvement: Monitors reported that the education component of the audit is still the weak point. Many auditors are still not doing an adequate job of explaining the Program, establishing and confirming the partnership, reviewing the clients bills, explaining what will be done during the visit, and reviewing the reports at the end of the visit. The client survey found that many clients do not have a good understanding of their responsibility, the service provider s responsibility, or the benefits of participating in the Program. Many clients reported that the provider did not review their electric bill or provide them with copies of the SMOC~ERS reports. Nine percent of respondents reported that they were somewhat or very dissatisfied with the education that was provided. Providers are not Following Some Important Program Protocols: Nearly 30 percent of clients reported that the provider left bulbs for them to install after the provider left the home. This practice is inconsistent with Program protocols, and it may lead to CFLs not being installed or not being installed in cost-effective locations. 2 CFL Failure Rate is High: Based on the client survey, we estimated that six percent of CFLs that are replaced fail by the time of the client survey, approximately six months after services were received. Managers and Auditors are Not Comfortable with Field Measures and Fuel Switches: Managers and auditors were likely to report in the agency survey that more training was needed on field measures and fuel switches. Many also reported that they had not implemented these measures because of the need for a better understanding of the procedures. Two-For-One Refrigerator Swaps: Auditors reported in the agency survey that opportunities for such replacement existed in about ten percent of homes and that they were implemented in about seven percent of homes. Analysis of the SMOC~ERS database shows that there are many homes that receive two refrigerator replacements, and that are potential opportunities for two-for-one swaps. This is an example of an opportunity to significantly increase electric savings. 2 OEE staff noted that some of these bulbs may have been provided by the CEI program. APPRISE Incorporated Page v

Executive Summary Technology Monitors reported that some auditors have given up on the PDA and are using paper forms to record data from the visit. More problematic is the fact that they do not enter the data into the software until they return to the office. This does not allow for an investigation of electric use when the recorded use does not match the customer s bills. Quality Control Additional quality control should be provided by monitoring staff and agencies. Monitoring Staff Is Insufficient: Three monitors from OEE have been assigned to provide quality control for the EPP. These monitors have had other responsibilities related to the EPP and to the Home Weatherization Assistance Program (HWAP) and have not been able to devote all of their time to Program data review and monitoring. While these monitors have had the opportunity to visit each agency at least once, they have not been able to observe all of the auditors or to observe how auditors are progressing over time. Quality Control Provided by Agencies: A few agencies still do not provide data review, follow-up phone calls, inspections of completed work, and on-site observation of audits. Summary of Recommendations The recommendations in the areas of Program administration, training, technology, service delivery, and quality control are summarized below. Program Administration Additional Staff Time Allocated to Monitoring and On-Site Training: OEE monitors reported that they have visited each agency at least once for observation of the audit and have returned to some agencies. However, some agencies have many auditors, and not all auditors have been observed. Additionally, findings from these observations indicate that additional observations and on-site training is needed to improve the quality of the audits and increase the potential savings from the Program. Create Clear EPP Policy Guidelines and Train Staff on Those Guidelines: Providers need to be given clear and consistent information about EPP policies and procedures. Decisions should be made on all issues that have been raised, and these decisions should be communicated to all OEE staff and providers. Increased Review of Appliance Disposal Documentation: Monitors found that this documentation is often missing. OEE should undergo a systematic review of this documentation and, if necessary, work with agencies to make sure that proper documentation is obtained. APPRISE Incorporated Page vi

Executive Summary Work to Increase Production in Cinergy and DP&L Service Territories: OEE should work with the agencies in these service territories to ramp up production. If necessary, additional providers should be recruited for these areas. Training Provide Additional Education Training: Findings from the on-site observations conducted by the monitors and findings from the client survey point to a need for additional education training. Provide Additional Baseload Training: Monitor reports show that additional baseload training is needed. The agency survey also showed that additional baseload training is needed. Managers reported that additional training is needed on identifying sources of high electric usage. Provide Additional Training on Field Measures and Fuel Switches: Auditors have not implemented these measures and report that they are not comfortable with the procedures. Additional training is needed in these areas. Review EPP Protocols with Providers: Providers are still not following protocols related to bulb replacement. These protocols should be reviewed with the providers. Technology Encourage Adoption of Tablet PC s: Some auditors are still uncomfortable with the PDA and have abandoned the in-field usage matching. OEE should encourage agencies to move toward the Tablet PC, which may be more user friendly and less prone to data loss. Service Delivery Require Providers to Replace Failed Bulbs: The client survey estimated a six percent failure rate for CFLs. Providers should be required to return to homes and replace bulbs that fail in the first year. Provide Incentives for Two-For-One Refrigerator Replacement: OEE should provide incentives for auditors to find these opportunities and for clients to accept the measure. Agencies could receive extra fees for these measures and clients could receive special features on the refrigerator if they accepted a two-for-one swap. Quality Control Increase Level of OEE Quality Control: While monitors reported that each agency was visited at least once, agencies have several auditors, and monitors have not had the opportunity to observe many of the auditors or to determine whether individual auditors are improving. The number of quality control visits to each agency should APPRISE Incorporated Page vii

Executive Summary be increased to ensure that all auditors are performing at the level expected by the Program. Develop Requirements for Agency Quality Control: Quality control provided by the agencies should be increased. OEE should specify the type and level of quality control that should be provided by agencies. APPRISE Incorporated Page viii

Introduction I. Introduction Ohio's Electric Restructuring Act, passed in July 1999, created the Universal Service Fund (USF) to ensure that low-income households retain access to electric service. The Act seeks to better coordinate the Home Energy Assistance Program (HEAP), the Home Weatherization Assistance Program (HWAP), the Ohio Energy Credits Program (OEC), and the Ohio Electric Percentage of Income Payment Program (PIPP), 3 and creates an Electric Partnership Program (EPP) that provides baseload, weatherization, and energy education services. This report presents the findings from the third year of the Process Evaluation of the Electric Partnership Program. A. Electric Partnership Program The Electric Partnership Program (EPP) aims to reduce electric energy consumption of PIPP households, and reduce the growth of PIPP customers' arrears and the USF rider. To accomplish this objective, the EPP provides energy services that vary with the customer's usage level, and education services that vary with the customer's usage and payment. The basis of the Program is the installation of cost-effective energy conservation measures. Education is an important component of the Program to help customers to understand the Program, to improve measure performance, and to take energy-saving actions. B. Evaluation This report presents the findings and recommendations from the second year of the Process Evaluation of the Electric Partnership Program. During this time period, the following evaluation activities were undertaken. Administrative Interviews: APPRISE conducted administrative interviews with OEE staff. The purpose of these interviews was to document the changes made to the Program and to document Program operations, including quality control findings. Review of Production Statistics: APPRISE reviewed production statistics from the SMOC~ERS database and financial data from OEE. The purpose of this review was to understand how production has grown and stabilized since the introduction of the Program and how production is distributed between the different types of services and between the utility service territories. Client Interviews: APPRISE conducted the second round of the client interviews in Fall 2003 and the third round of the client interviews in Spring 2004. The purpose of these interviews was to document education provided to clients, client retention of educational information, changes in client behavior, and client satisfaction with the Program. 3 The gas PIPP continues to be administered by the utility companies. APPRISE Incorporated Page 1

Introduction Program Data: APPRISE is collecting data from the providers on other programs provided to EPP participants since the delivery of EPP services. After each round of the client survey, agencies are contacted to request information on other programs provided to clients who completed the interviews. These data will help to distinguish the impact of the EPP from other services that Program recipients may have received. Training Observations: APPRISE observed training on the second version of SMOC~ERS in August 2003. The purpose of these observations and interviews was to document training procedures, as well as agency responses to the training. Agency Survey: APPRISE conducted the second round of the agency survey in Fall/Winter 2003 and the third round of the agency survey in Spring 2004. The purpose of the survey was to document agency adherence to prescribed Program procedures, services delivered, and need for assistance in implementing the Program. C. Organization of the Report Three sections follow this introduction. 1) Section II Electric Partnership Program: This section provides a description of the Electric Partnership Program. 2) Section III : This section describes the evaluation activities undertaken and the findings and recommendations from these evaluation activities. 3) Section IV Summary of Findings and Recommendations: This section summarizes the findings and recommendations made in this report. APPRISE prepared this report under contract to the Office of Energy Efficiency. OEE facilitated this report by furnishing Program data and information to APPRISE. Blasnik and Associates facilitated this report by providing Program data to APPRISE. Any errors or omissions in this report are the responsibility of APPRISE. Further, the statements, findings, conclusions, and recommendations are solely those of analysts from APPRISE and do not necessarily reflect the views of the Office of Energy Efficiency. APPRISE Incorporated Page 2

Electric Partnership Program II. Electric Partnership Program The Electric Partnership Program (EPP) aims to reduce electric energy consumption of PIPP households and reduce the growth of the PIPP participants' arrears and the USF rider. To accomplish this objective, the EPP provides energy services that vary with the customer's usage level, and education services that vary with the customer's usage and payment. The basis of the Program is the installation of cost-effective energy conservation measures. Education is an important component of the Program to help customers understand the Program to improve measure performance and take energy-saving actions that will achieve savings. When the EPP was first implemented, it was referred to as the Targeted Energy Efficiency Program. However, it was determined that this name was not a good marketing tool and did not identify the important aspects of the Program. Additionally, providers were sometimes uncomfortable telling customers that they had been "targeted" for the Program. Therefore, it was decided that the Program would be renamed so that it referred to the electric fuel and to a key aspect of the Program, the partnership. The EPP's mandate, goal, and design, as well as the changes made to the Program in the third year, are described below. A. Program Mandate Ohio's Electric Restructuring Act, passed in July 1999, created the Universal Service Fund to control the cost of PIPP for the ratepayers and to ensure access for low-income households to electric service. The Act seeks to better coordinate the Home Energy Assistance Program (HEAP), the Home Weatherization Assistance Program (HWAP), the Ohio Energy Credits Program (OEC), and the Ohio Electric Percentage of Income Payment Program (PIPP), and creates an Electric Partnership Program (EPP) that provides baseload, weatherization, and energy education services. According to the Act, "The director of development shall establish an energy efficiency and weatherization program targeted, to the extent practicable, to high-cost, high-volume use structures occupied by customers eligible for the Percentage of Income Payment Plan Program, with the goal of reducing the energy bills of the occupants. Acceptance of energy efficiency and weatherization services provided by the program shall be a condition for the eligibility of any such customer to participate in the Percentage of Income Payment Plan Program." The annual funding for the Program is $14.9 million. B. Program Goals The goal of the EPP is to "decrease fuel consumption of Percentage of Income Payment Plan (PIPP) participants." Such a decrease in consumption will lead to a reduction in the growth of PIPP participants' arrears and over time reduce the revenues needed from the USF rider. APPRISE Incorporated Page 3

Electric Partnership Program C. Program Design and Implementation The EPP consists of an audit component using the SMOC~ERS software, an installation of measures component, and a quality control component. Energy conservation measures are to be installed to meet Ohio Weatherization Program Standards (WPS). This section of the report documents the design of each component of the Program, as well as the current status of Program development and implementation. 1. Program Administration The Ohio EPP is managed by the Ohio Department of Development (ODOD) Office of Energy Efficiency (OEE). Programs are delivered by 9 authorized providers and 29 sub-agencies. a) Office of Energy Efficiency (OEE) The OEE is responsible for the development and implementation of the EPP. 4 These responsibilities included an RFQ and an RFP process for selecting the agencies to provide services under the Program. Agencies were selected based upon geographic area of service, cost of administering the Program and serving customers, capacity, and previous experience. The Office of Energy Efficiency is also responsible for customer screening and targeting customers into the different Program components. The purpose of the screening is to direct services toward those PIPP customers with the highest usage and who therefore have the greatest potential for achieving cost-effective energy savings. The purpose of targeting is to channel customers into the services that will maximize energy savings. Once customers have been screened and targeted into the different Programs, OEE sends lists of customers to the providers. These lists are provided based upon location, usage characteristics, and building type. After agencies have served customers, they send their SMOC~ERS data to OEE. These data provide OEE with all the information needed to determine that costeffective measures have been installed and to remit payment for the services that the agencies provided. SMOC~ERS reports also allow OEE to perform a limited amount of quality control. The following checks can be made on the data. OEE can ensure that all measures installed are cost-effective according to the SMOC~ERS software and the data entered by the provider. 4 An important component of the EPP design for OEE was to streamline service delivery to customers to allow for cost-effective service delivery. APPRISE Incorporated Page 4

Electric Partnership Program OEE can determine the extent to which providers are matching up actual usage with the usage in the PDA or from a more recent bill that was entered into the PDA, both average monthly usage and seasonal usage. OEE can check that all data that should be collected are included in the SMOC~ERS data. OEE is also responsible for ensuring that training is available for providers and for documenting Program procedures. Additionally, OEE provides in-field monitoring and training, where field staff can determine whether providers are finding all cost-effective opportunities for measures, as well as educating customers on energy saving actions. Where deficiencies are seen, they can provide supplemental training. b) Provider Agencies Nine authorized providers are responsible for providing services under the EPP. Some of these agencies have subagencies working for them and are responsible for reporting and invoicing for these agencies as well. Provider agencies, as part of the RFP for Program services, were asked to provide a high, moderate, and low baseload audit fee, and a weatherization audit fee. The audit fee, charged for each household served, includes all costs for managing the project, as well as the cost of auditing the home and installing measures. The management activities include oversight of partner agencies and subcontractors, receiving the referral from OEE, contacting and scheduling visits with the clients and landlords, securing contributions from the landlords, processing paperwork, scheduling crews or contractors, final quality control, insurance, equipment, materials management and storage, and submitting invoices. The service delivery responsibilities include the collection of site-specific usage information, the audit procedures, confirmation of installed measures, and assurance of customer satisfaction. (Training is included in a separate budget item, along with software and hardware.) Providers were also asked to bid on costs for the comprehensive services initial visit, a follow-up visit, a follow-up phone contact, and a follow-up mail contact. Based upon these bids, agencies were allocated a dollar figure for the amount of services that could be performed. Agencies were told that if they utilized their allotment, they could obtain more Program funds to serve additional customers. Based on the budgets and the providers estimates of costs to serve customers, agencies were also provided with targets for numbers of customers to serve. Table II-1 displays provider budgets for delivery by type of service delivery and visit, and by utility service territory for the third year of the Program. APPRISE Incorporated Page 5

Electric Partnership Program Table II-1 Provider Budgets Fiscal Year 2004 Service Territory Provider Funding FirstEnergy DP&L AEP CINERGY Ashtubula $373,976 CHN $2,484,655 EANDC $1,099,911 Honeywell $1,730,508 Ohio Heartland $196,919 Portage $115,687 Wayne Medina $106,177 COAD $117,167 Honeywell $808,933 COAD $23,310 CAP Dayton $333,257 EANDC $230,000 COAD $2,176,469 Honeywell $1,885,842 Ohio Heartland $60,000 Wayne-Medina $72,689 Honeywell $960,630 CAP Dayton $15,000 COAD $49,370 Allegheny COAD $34,500 TOTAL $12,875,000 Agencies are responsible for delivering Program services. The steps involved in this process include: 1. Recruiting high use and moderate use PIPP customers on the lists provided by OEE 2. Scheduling a home visit 3. Conducting a home visit 4. Performing follow-up or case management 5. Conducting quality control 6. Providing OEE with electronic SMOC~ERS data APPRISE Incorporated Page 6

Electric Partnership Program 2. Screening and Targeting OEE obtains usage data on a quarterly basis from the electric utilities in Ohio containing data for all customers participating in PIPP. These data are analyzed to determine which customers should be served and which customers should be targeted to baseload and weatherization services. The following targeting standards have been implemented: Customers with annual baseload usage of 6,000 kwh or more are targeted for baseload services. Customers with annual heating or annual cooling usage of 6,000 kwh or more are targeted for weatherization services. In November 2002, a moderate use component was introduced. Customers with annual baseload usage between 4,000 and 6,000 kwh are targeted for these services. 3. Outreach and Intake After OEE targets customers into different services, they send files to the agencies with customer information, demographic data, usage data, and targeting data. As all customers on the list are PIPP participants and they have already been screened for eligibility by OEE, the provider is not responsible for screening customers. The Provider is responsible for contacting the customer and scheduling the audit and any required follow-up visits. 4. Energy Services The Electric Partnership Program (EPP) planned for three levels of energy service to be provided based on the customer's electric energy consumption. The three levels of service are baseload efficiency, weatherization/moderate use Program, and the high use Program. The baseload and weatherization services, and a new moderate use component, have been implemented. OEE is currently working on developing a lowuse pilot. a) Baseload Efficiency Baseload usage is defined as energy used for purposes other than heating and cooling, such as refrigeration, lighting, domestic hot water, cooking, and appliances. The Baseload Efficiency Program focuses on the provision of energy conservation measures that reduce only baseload usage. Measures included in this Program are: APPRISE Incorporated Page 7

Electric Partnership Program Water Measures Hot water tank insulation Reducing hot water temperature Energy-efficient showerheads Energy-efficient faucet aerators Water line insulation Fuel-switching of hot water tanks Lighting Measures Compact fluorescent lights Replacement of a halogen torchiere lamp with a fluorescent torchiere Refrigerator/Freezer Measures Refrigerator/Freezer replacement Removal of secondary refrigerator or freezer Waterbed Measures Waterbed mattress replacement Insulation blanket on waterbed Other Measures Switching to an alternate rate or off-peak program Consumer education b) Weatherization This Program addresses heating and cooling electric usage as well as baseload usage. In addition to installing the cost-effective baseload measures included in the list above, this Program installs weatherization measures aimed at reducing heating and cooling usage. These measures may include: Insulation Air sealing Heating and cooling equipment repair Heating and cooling equipment upgrades Heating and cooling equipment replacements Distribution system repairs c) Moderate Use A moderate use component, serving customers with 4,000 to 6,000 kwh annual baseload usage, under 6,000 kwh annual heating usage, and under 6,000 kwh annual cooling usage has been implemented. The moderate use audit focuses on APPRISE Incorporated Page 8

Electric Partnership Program explaining the Program and developing a partnership with the customer; analyzing lighting, refrigerator, freezer, and waterbed usage; and developing an action plan with the customer. Major differences from the baseload efficiency services provided to higher use customers include: The auditor is required to collect usage data only for appliances that will have measures and actions associated with them, not for all electrical appliances in the home, as in the high use component. The auditor is not required to get estimated usage within ten percent of the actual usage on the analysis report, as in the high use component. Only a one-hour metering of the refrigerator is required (if the refrigerator is not in the database), as opposed to a two-hour metering for the high use component. 5. Education Services The goal of the customer education component is to reduce the electric energy use of PIPP households to a level that is affordable and to maximize the benefits of the energy conservation measures and other services received. The level of education received by the customer will vary with the level of energy use and the customer's payment behavior. Two levels of education may be provided: one in-home visit with follow-up and in-home case management. a) One In-Home Visit Most customers will receive one in-home visit. This visit will include an introduction to the Program, an analysis of the customer's usage, an energy tour, and an action plan. It was originally planned that in homes with higher usage, the educator would not install measures and that a separate visit would be provided for measure installation. However, Program plans have been altered to include education and measure installation in one visit for all participants. The steps of the in-home education visit are described below. 1) Introduction: The objectives of the introduction are to set the tone for participation, explain the Program, obtain client commitment, and obtain Program data. Purpose of the visit: The provider is to explain that the purpose is to develop an action plan for the customer and what the provider will do for the customer. APPRISE Incorporated Page 9

Electric Partnership Program Program overview and steps: The provider is to explain the services of the Program, the responsibilities of the client and the provider, and the benefits to the client and the provider. Partnership agreement: The provider should communicate the fact that the Program is a partnership and that there are responsibilities and benefits for both the provider and the client. The provider should review the commitments of the provider and the client. Action plan as goal of the visit Use of educator teaching notebook 2) Usage analysis: The purpose of this section of the visit is to review the customer's energy usage. Show the customer 12 months of usage Explain baseload versus heating and cooling usage Explain how to read the meter if the customer has estimated readings Educate the customer about his/her bill Give the customer a clipboard to write down actions that he/she will consider during the house tour 3) Conduct an energy tour: The objectives of the tour are to determine what work needs to be done in the home and to identify the five biggest opportunities for reducing usage. 4) Action plan Review biggest user electric appliances for the household Estimate costs per appliance using the customer's habits List suggested actions Review list of suggested actions from notepad Get customer's commitment for three to five actions Complete energy savings action plan Reinforce consequences of each action APPRISE Incorporated Page 10

Electric Partnership Program 5) Conclusion Complete and sign action plan Complete paperwork, including list of measures installed Provide customer with folders and forms Give customer copies of worksheets Review next steps and time frame Provide referral information Establish follow-up procedures b) In-Home Case Management In-home case management includes the initial education visit described above, as well as another home visit and monthly follow-up by mail, phone, or in person. The form of this follow-up will depend on the customer's need. The objectives of the case management energy education session are to: 1) Help the customer to increase control over energy costs, decrease energy use, and improve his/her ability to pay electricity bills. 2) Develop three new actions for the customer. An important component of the case management session is budget counseling. The goals of the budget counseling component are to: 1) Keep accurate records of income and expenses for six months. 2) Develop a spending plan. 3) Place the electric bill as the third or fourth spending priority. 4) Provide a payment to the electric company each month for the next year. 5) Contact the utility company if the customer needs to discuss his/her payments. Topics covered during the budget counseling session will include income, expenses, a spending plan, the utility bill, and the benefits of paying the utility bill. The steps of the energy case management visit are outlined below: APPRISE Incorporated Page 11

Electric Partnership Program 1) Introduction Purpose of the session Benefits of the Program Steps of the process 2) Review action plan 3) Review energy efficiency measures Tour home Review results/benefits Discuss proper use and maintenance of measures Problem solving 4) Utility bill analysis 5) Budget counseling 6) Referrals including energy assistance 7) Update action plan 8) Discuss next steps c) Follow-up In addition to receipt of one of the education programs described above, all customers will receive at least one follow-up contact. The follow-up contact can be via mail, phone, or in person, based on an assessment of which would be of most benefit to the client. The purpose of this follow-up is to remind customers of their responsibilities and to review the benefits of the Program. It was originally planned that for one year following the home visit, the provider would check the customer's monthly payment and usage patterns. Usage tracking was planned to determine if savings are being achieved and to discuss solutions if the projected savings are not being met. Payment tracking was planned to determine if customers are meeting their commitments to make payments and to help the customer prioritize energy payments as the third or fourth spending priority. APPRISE Incorporated Page 12

Electric Partnership Program 6. Service Delivery Two methods of service delivery were planned. Cost-share and stand-alone service delivery are described below. a) Cost-Share With this method of service delivery, the EPP is delivered in conjunction with other low-income weatherization and/or housing repair/rehabilitation programs. Because the provider can divide the cost of contacting the client, scheduling the visit, and traveling to the home between the different programs, the cost of administering the cost-share program should be lower than the cost of administering the stand-alone component. The cost-share approach has been eliminated. b) Stand-Alone 7. Technology With this method of service delivery, the EPP is delivered on its own and must bear all the costs of outreach and delivery. The EPP must perform stand-alone work, as the annual service delivery for this Program will be much higher than the combined delivery of existing programs. Therefore, the intent of the stand-alone delivery is to address the shortfall of homes that cannot be addressed by the cost-share program. OEE decided to utilize a new technology in the implementation of the EPP. This technology consists of an audit software tool, a Personal Digital Assistant (PDA) that allows the provider to collect data in the field, and transfer software that allows the provider to upload data to the desktop. The technology aims to serve many purposes, including to: Enable OEE to send client demographic and usage data for the targeted clients that can be easily used in the field to the providers, Allow providers to collect all of the information they need in the home and enter the data directly into the database, Allow providers to determine the source of electric usage and match the usage to historical usage data, Allow providers to calculate which measures are cost-effective (those with a savings to investment ratio [SIR] of greater than one) and how much the measures should save the customer, Allow providers to determine which actions should be taken and how much the actions should save the customer, APPRISE Incorporated Page 13

Electric Partnership Program Allow providers to invoice different funding sources, so that all measures can identified on cost-share jobs, Allow providers to send all data to OEE so that OEE can pay providers for services delivered, perform quality control, and send data to evaluators for analysis purposes. Given the products available on the market, and the requirement for the ability to bill multiple funding sources, OEE decided to purchase the SMOC~ERS software, developed and used by SMOC, an agency in Massachusetts. While the South Middlesex Opportunity Council (SMOC) had previously implemented the software on laptops, OEE decided to use PDAs in the field because of their ease of use and their increased durability over the laptop. The PDA uses a cradle and transfer software to send the data collected in the field to the provider's desktop machine. These data are then sent to OEE each month on a disc. OEE uses the data to perform quality control, pay providers for clients served, and send data to evaluators. OEE is currently working with the providers to transition from the PDA to a Tablet PC. The Tablet PC will require one less step when updating the SMOC~ERS software, and it is able to store information on a much larger number of clients. 8. Material Procurement OEE sent out an RFP for bulk procurement of refrigerators and freezers. Products acquired through this bid process are available to all providers. Additionally, providers were given the opportunity to bid to supply refrigerators and freezers. All refrigerators and freezers are required to be recycled in an environmentally sound manner. The point of the bulk procurement process is to reduce the costs for the provision and removal of refrigerators and to enable providers to arrange for refrigerator delivery and removal with one phone call. Providers are responsible for procuring compact fluorescent light bulbs. Providers submitted prices for these bulbs and their installation as part of their response to the RFP for service providers. Other measures that providers are responsible for procuring include showerheads, faucet aerators, water heater tank wraps, waterbed pads, building shell and mechanical measures, insulation measures, air sealing measures, and HVAC measures. 9. Landlord Contributions Landlords are required to make a contribution in the form of a cash payment or in the form of an in-kind health and safety-related repair if necessary for conservation work to be performed. If appliances being replaced, such as the refrigerator or the water tank, are owned by the landlord, the landlord is required to contribute 50 percent of the costs of the materials and labor. APPRISE Incorporated Page 14

Electric Partnership Program D. Changes and Enhancements to the EPP in Fiscal Year 2004 Several changes have been made to improve the EPP in the third year of the Program. The number of authorized providers has been reduced, a new version of SMOC~ERS has been introduced that allows for fuel switching and custom measures, the policies and procedures manual has been updated and enhanced, monitoring forms were developed, an education notebook was distributed, the Tablet PC has been tested, the cost-share approach has been eliminated, and new cost ceilings were introduced. Each of these changes is described below. 1. Providers The number of authorized providers for the EPP has been reduced from 18 for the first two years of the Program, to only nine. OEE only awarded contracts to those providers who submitted competitive bids for the next Program period. 2. SMOC~ERS Version 2 SMOC~ERS Version 2 was released in August 2003. This version added many improvements to the software. Some of the key improvements are described below. Fuel switching: Agencies now have the capability to provide fuel switching from electric hot water or electric dryers to gas appliances, as the new version of SMOC~ERS contains screens for the fuel switching. Custom measures: Agencies have the capability to install custom measures with an SIR of greater than one. Multiple visits: The new version of SMOC~ERS allows for billing for multiple trips to the clients homes. This allows agencies to bill directly through SMOC~ERS for follow-up education and case management visits. Actions enhanced: The method for selecting actions and the cost savings associated with the actions has been overhauled to provide for easier selection and more accurate savings estimates. 3. Policies and Procedures Manual The Policies and Procedures Manual has been updated and improved. The manual contains information on auditing procedures, weatherization program standards, requirements for landlord contributions, invoicing and reimbursement, referral of clients, and PDA software and hardware. APPRISE Incorporated Page 15

Electric Partnership Program 4. Monitoring Forms Monitoring forms have been developed for the monitors to record consistent information on each visit observed. The visits are now viewed as quality control rather than as technical assistance. 5. Education Notebook An education notebook was distributed on disc in July 2003. Monitors reported that auditors have been providing the notebook to clients to review while they input data into the PDA. 6. Tablet PC Agencies have tested the Tablet PC as a replacement for the PDA. They report that it is easier to use and can store information on a much larger number of jobs. There is a plan to encourage agencies to adopt the Tablet PC in the next Program year. 7. Cost-Share Approach Is Eliminated The cost-share component of the EPP was eliminated. Providers had indicated that it was difficult to fit the EPP audit into other audit procedures. Because most other programs did not require the level of customer interaction that the EPP required, there appeared to be little time savings by combining programs. It was also difficult for OEE to target customers into cost-share or stand-alone because they did not have data on the other programs clients had received. 8. Cost Ceilings for Administrative/Audit Fees The following cost ceilings for administrative and audit fees were imposed. High Baseload: $225 Moderate Baseload: $175 Low Baseload: $25 Weatherization: $100 Comprehensive Services, Initial Visit: $225 Mail Follow-up: $10 Phone Follow-up: $20 APPRISE Incorporated Page 16